Customer Support Manager
August 25
Description
• We are seeking an experienced Customer Support Manager to oversee and lead our customer support team. • The candidate will be responsible for providing unparalleled customer service. • The ideal candidate will have a proven track record in fintech customer support and a passion for providing exceptional customer experiences. • A successful candidate will be a dynamic leader who can inspire, motivate, and unite their team. • They will take ownership of the team's actions and drive them towards a shared goal. • Lead and manage the customer service operations team, delivering support to clients, contractors, and external employees via live chat and email. • Develop deep knowledge of RemotePass to act as the team’s subject matter expert, guiding the resolution of complex cases. • Serve as the point of contact for external partners, establishing and improving processes to resolve issues efficiently. • Take responsibility for the CSAT score, ensuring the team delivers exceptional customer support. • Hire, train, and develop a high-performing customer support team. • Act as the primary contact for escalated customer issues, working closely with customers and internal stakeholders to find solutions. • Oversee team scheduling and attendance to ensure reliable support coverage. • Collect feedback, identify challenges, and implement improvements in workflows and process documentation. • Improve and update support documentation and user guides.
Requirements
• Fintech experience is a must, with demonstrable experience in digital and cross-border payments. • 5+ years of experience in customer support management, BPO experience is strongly preferred. • Strong operational understanding with a passion for leading and developing high-performing teams, making a tangible impact. • Solid knowledge of CRM systems and ticketing tools. • Tactical, data-driven approach to problem-solving and decision-making. • Excellent communication and interpersonal skills, both written and verbal. • Ability to thrive in a fast-paced, dynamic environment. • Embrace an open feedback culture, comfortable with giving and receiving feedback at all levels of the organization. • Experience with remote work and managing international teams is a plus.
Benefits
• Interesting, challenging, fast-growing projects • Remote work • Opportunities for professional growth and development • Dynamic and collaborative work environment
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